What Does It Mean to be a Front Desk Employee?

Answer Sheet

TOPIC 1 - Daily Operations1. What do you feel your main duties as a front desk employee are?

a. Greet Client

b. Offer Beverages

c. First Impression & Last Impression

d. Confirming Appointments

e. Offering Upgrades

f. Selling Retail

g. Promoting Points Program

h. Explanation of All Current Promos

i. Posting on Social Media

j. Booking Appointments

k. Ringing Out Appointments

l. Opening/Closing Drawer

m. Diffuse situations with Staff/Clients

n. Window Displays

o. Support Service Providers & Other Staff

p. Providing customer excellence

q. Maintaining flow & movement for entire salon

2. Do you feel like you are generating business growth? In what ways?

a. Selling Upgrades (Up-sell, Cross-sell, Add-on)

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b. Discussing Promotions to get them to buy more/come back

c. Handling Social Media Efforts to get clients to come in

d. Selling Retail

e. Client Loyalty Program!

3. What tools in Millennium do you use on a daily basis and how do they impact the

business?

a. Run reports to call clients about new products

b. Demandforce to run appointments

c. Prebook to increase sales

d. Call clients with cancellations to fill dead times

e. Use the pending lists to get clients to come in during dead time

f. Monitoring Station to assist the service providers in checking status on their

goals/sales

g. Estimated vs. Actuals screen

h. Client Work Tickets

i. New Client Listing

j. Register Reports (MR080) for closing

4. What are your opening procedures?

a. Opening huddle about the day & discussing goals (15 minutes)

b. Printing Client Work Tickets

c. Opening the Drawer in Millennium

d. Returning Calls

e. Check Demandforce

f. Do Confirmations for Following Day

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g. Prepare charts (med-spa)

TOPIC 2 - Business Growth5. What are the 6 Growth Indicators?

a. New Guests per Month

b. New Guest Retention

c. Repeat Guest Retention

d. Average Ticket

e. Frequency of Visit

f. Productivity

6. Which growth indicators do you impact?

a. All of them….

b. New Guests per Month – By using Social Media for Marketing

c. New Guest Retention – Great guest experience, explaining promotion for

prebooking next visit, sharing Points Promotion

d. Repeat Guest Retention – Great guest experience, prebooking

e. Average Ticket – Selling retail, up-sell, cross-sell, add-ons

f. Frequency of Visit - Prebooking

g. Productivity – Booking Appointments Back to Back

7. What are Upsell/Cross-sell/Add-Ons?

a. Up-sell: Upgrading the service (60 minute massage to 90 minute)

b. Cross-sell: Adding an additional service (Adding a pedicure to a manicure OR

facial to a massage)

c. Add-On: Adding additional service at extra cost but no extra time (aromatherapy

to a massage OR conditioning treatment to a haircut)

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TOPIC 3 - Customer Experience1. What is your new customer experience?

a. Demandforce survey for 10$ off next service

b. Calling new client and asking about their experience

c. Tour of business

d. New Client welcome back

e. Explaining Points program

f. Greet them – SMILE! – Offer Refreshment

g. Confirm information is correct

h. Free consultations

2. What do you do to enhance the customer experience?

a. Give them a tour

b. Relaxation Room

c. Offer water, coffee, tea, wine, beer

d. Robe & Slippers

e. Scalp massage with hot towels complimentary

f. Send out cards for birthdays/anniversaries

g. Call customers by name

h. If raining, use umbrella to walk client out

i. Offer them headphones

3. How can you increase revenue through a positive customer experience?

a. Referrals ($15 off next service)

b. Free tan whenever you refer someone

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c. Offer snacks/beverages

d. Be kind always; never texting or looking at your cell-phone

e. Know as much information about the business (services, staff, retail) as possible

to answer guest questions properly

4. How do you handle difficult clients?

a. Empathize

b. Understanding Why they got upset

c. How can we fix it

d. GC to come back

e. % off their next service

f. Quickly and Quietly!

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